Return & Exchange Policy

DOMESTIC SHIPPING & RETURNS

 

  1. SHIPPING

Any order placed on a Business Day by 3:00 pm (EST) may be processed within 24 hours (excluding holiday periods). “Business Day” means any day other than a Saturday, a Sunday or a day on which banks are authorized or required to close in New York, New York. Please note that we do not ship to P.O. Boxes or freight forwarding companies (containers).  Any requests to ship to a P.O. Box or a freight forwarding company may result in a delay of your shipment.

Orders are usually shipped via United Postal Service (UPS) on business days generally between 9:00 am and 5:00 pm (weekends and holidays are excluded), in corrugated boxes. Orders placed on a day other than a Business Day will be processed the following Business Day. Shipments may be tracked on our website and directly at www.UPS.com.

The date you receive your order will vary depending on the shipping method that you have selected at the time of the purchase. Please allow additional 2-3 business days for deliveries to rural areas.

UPS requires an adult signature from a recipient, located at the given shipping address, at the time of delivery. If an adult signatory located at the given address is not available, the delivery will not be completed and may be returned to Sweet Prima. If the delivery cannot be completed and the package is returned to Sweet Prima, the recipient will incur an additional $15 re-stocking fee that will be deducted from their total monetary refund amount. Please note that we do not re-route any packages.

At this time, we do not ship outside Canada and the continental U.S.A. For the avoidance of doubt, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.

The following shipping methods are currently available:

SHIPPING METHOD COST DELIVERY TIME
GROUND $10 5-8 business days*
EXPRESS SAVER $35 2-3 business days*

*The delivery time is based on delivery to urban locations.  Delivery time may vary to remote or rural areas. Delivery time does not include order processing time.

HOLIDAY SHIPPING CUTOFF: ORDER BEFORE DECEMBER 19TH TO RECEIVE YOUR PACKAGE BY DECEMBER 24TH

 

  1. RETURN POLICY ONLINE ORDERS

If you wish to return an item, please complete the Return Form[1].  All returns must be sent directly to Sweet Prima with the Return Form included and must be postmarked within 15 calendar days of receiving your purchase. Any return requests received after that deadline will be refused.

Please note that we do not offer exchanges. You must return your item and place a new order for the correct item.

Items to be returned must be unworn, unwashed, unaltered and free of any damage. Original tags must remain attached to clothing with plastic logo seal intact. Please safeguard the original packaging as it will be required for the return of the item(s).

NOTE: Fees & Shipping charges are non-refundable. Item(s) marked ‘Final Sale’ cannot be returned for an exchange or refund. A $15 restocking fee will be deducted from your total refund.

 

  1. RETURN POLICY – RETAIL STORES

Please note that merchandise purchased at retail, including department or specialty stores, must be returned to the store from which it was originally purchased and is subject to the return policy of that retailer.

 

  1. RETURN PROCEDURE

To return an item, please follow these steps:

  1. LOG IN TO YOUR ACCOUNT BY CLICKING ON MY ACCOUNT AT THE TOP OF THE PAGE;
  2. CLICK ON “MY ORDERS”;
  3. CLICK ON “VIEW ORDER” NEXT TO THE ITEM YOU WANT TO RETURN;
  4. CLICK ON “RETURN” AT THE TOP RIGHT CORNER OF THE SCREEN;
  5. ENTER YOUR SHIPPING AND PAYMENT INFORMATION AND CLICK SUBMIT.

Within moments, you should receive an email confirming your request. Upon reception and approval of your request, our Customer Service department will send you an email with a return label. Print two (2) copies of the label and attach 1 to the outside packaging and include 1 inside the box. Within 5 Business Days of receiving the return label, drop off your package at your local UPS ground drop-off center or call UPS at 1-800-742-5877 to arrange a pick-up. Any parcel drop off or pick-up after 5 Business Days will result in the cancellation of the return. Please note that packages returned without the authorized RMA label and/or alternative couriers will be refused at the warehouse. Once we receive your package in our warehouse, your refund will be processed in the original form of payment within the following 7-10 Business Days. You will be notified by email when the refund has taken place. Please note that your bank may require additional processing time before crediting your account. For additional information or if you have any questions, please contact us at brittany.white@sweetprima.com Monday through Friday from 9:00 AM to 5:00 PM EST.

During peak period please allow an additional 7 to 10 Business Days for processing of the return and refund. Peak periods include promotional weekends and holiday periods.

Link to return form coming soon